How our support works
Updated on 2026-10-01
In one sentence
Support is included, on every plan. Asking a question or reporting a bug is unlimited and free, Micro included. You don't need to count tickets and no add-on is required.
What you get
- A ticket in BedFlow (Settings → Support → New ticket, or the lifebuoy icon at the top), in the BedFlow app, or an email to
support@bedflow.eu: that email becomes a ticket too. Explained in Creating a ticket. - An AI assistant with a human behind it. Every ticket is picked up within the hour (08:00–22:00), without a queue. A question gets an answer with the right steps; a bug gets fixed and deployed instead of passed along.
- Measured, not promised. The pricing page shows the figures for the last 90 days: median time to first reply, share answered within 4 hours, share resolved within 24 hours. Updated daily.
On top of that, always and without a ticket: this documentation, the AI chatbot at the bottom of every page and the status page.
What is paid
Hands-on work on your behalf. If you ask us to do something for you — set up rooms or rates, enter data, change a configuration you could also do yourself — we say so in advance in the ticket and charge €9 per ticket, afterwards on your next invoice. Never unannounced: if you'd rather we "explain it to me", we do that, for free.
Hands-on consultancy: €90 per hour, rounded to the quarter hour. For larger jobs we do for you, such as training your team or a custom integration. Agreed in advance, invoiced afterwards.
Migrating to BedFlow is free. If you are coming from another system, the switch costs you nothing. Book a free 30-minute migration call and we'll go through everything together via screen-share.
Bug = always free
If BedFlow does something it shouldn't, that is our responsibility. We fix it, deploy it and let you know when it's done. There is never a charge for that.
Why is this possible?
Because most support work no longer goes through a helpdesk with a queue. Our assistant reads your ticket, looks at your property, knows the documentation and the code, and solves or explains it; a human reviews and decides where needed. That keeps the plans affordable, and you never have to ration your questions.